Metronome · 6 hours ago
Technical Support Manager
New York, NY
Full-time
Onsite
Senior Level
$171K/yr - $214K/yr
5+ years expMetronome is the leading usage-based billing platform built for modern software companies. They are seeking a Technical Support Manager to lead and evolve their support function into a strategic partner across Product, Engineering, and GTM, ensuring efficient resolution of customer issues while shaping support scaling globally.
BillingEnterprise SoftwareSaaSSoftware
Responsibilities
Lead and mentor a growing technical support team, setting clear expectations, SLAs, and career paths
Partner closely with Engineering, Product and GTM to define internal SLAs, streamline escalation processes, and drive root-cause analysis
Develop and execute a global support strategy that balances quality, coverage, and efficiency
Build dashboards and reporting to track SLA adherence, ticket trends, and product feedback loops
Step in as a hands-on technical escalation point when needed — reproducing issues, analyzing logs, and communicating findings clearly to both engineers and customers
Qualification
Required
5+ years in technical support or support engineering roles, including 2+ years of people management
Proven experience working closely with Product and Engineering teams to drive product and process improvements
Strong technical foundation — comfortable debugging APIs, reading logs, and diagnosing complex SaaS issues
Demonstrated success defining and managing SLAs, escalation paths, and metrics-driven operations
Excellent communication skills with both technical and non-technical audiences
Preferred
Experience with Pylon, Linear, or similar modern support/engineering tools
Background in developer tools or API-first SaaS companies
Experience leading global or follow-the-sun support operations
Familiarity with enterprise post-sales support processes and cross-functional handoffs
Benefits
Excellent medical, dental, vision, and life insurance coverage, including a One Medical membership
Paid parental leave
FSA (Flexible spending account)
Retirement planning - Traditional and ROTH 401(k)
Flexible time off
Employee assistance program (mental health benefits)
Culture where personal growth is highly valued
Company
Metronome
Metronome is a usage-based billing platform that helps companies to implement new business models and launch products faster.
51-200 employees
H1B Sponsorship
Metronome has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (3)
2023 (2)
2022 (2)
Funding
Current Stage
Growth StageTotal Funding
$128MKey Investors
New Enterprise AssociatesAndreessen HorowitzGeneral Catalyst
2025-12-02Acquired
2025-02-25Series C· $50M
2024-01-31Series B· $43M
Leadership Team
Scott Woody
CEO
Recent News
FX News Group
2026-01-16
2026-01-16
General Catalyst
2026-01-14
Company data provided by crunchbase